Technical Support Analyst

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

As a Resolver Technician in the Resolver Team, you will provide desktop technical support to employees of the enterprise.  A Resolver Technician works tickets assigned to them in workgroup buckets while prioritizing workload based on business needs.  Solid organizational skills along with the ability to work with little or no supervision while achieving high performance results is a key component of the job. The ability to communicate verbally clearly and concisely, written, and via electronic communication is a must.  Although this is a single contributor position working as a team and supporting one another is a large portion of this job.  Willingness to take Core Operations phone calls on Mondays and during other peak volume situations when needed is a requirement.

Primary Responsibilities:

• Applies functional knowledge and skills to the problem to identify root cause
• Obtain the facts and information needed to collaboratively arrive at the optimal outcome
• Takes responsibility and ownership for decisions, actions and results
• Organizes work tasks based on business priorities
• Completes work on time and keeps the right people informed
• Takes ownership of tasks and actions while being focused on outcomes
• Establish root cause of issues to ensure resolution
• Identify and weigh solution options including evaluating impacts, risks, costs, & time
• Validate resolution
• Applies a systematic approach to confirm, identify, and resolve system issues
• Understands and applies the protocols, procedures, processes, and techniques to prevent the unauthorized access to and protection of systems and data and complies with applicable contractual, regulatory, statutory, and company policies
• Provides support for customer inquiries and issues in a manner that sustains confidence and positive outcome
• Understand technology functionality, standard operating procedures, common issues, and solutions
• Maintain up-to-date knowledge about deployed technologies and how they affect the business
• Empathize with end-user needs and provide technology guidance
• Stay current on technology trends
• Provide phone support during “All Hands on Deck” events such as high volume days and enterprise outages driving volume to our Level 1 help desk
• Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

• 2+ years of experience the desktop support technology field
• 1+ years working in a high-volume call center environment
• Hands-on experience with ITIL processes and ITSM tools (ServiceNow, Service Manager)
• IT Helpdesk experience, Desktop/Product Support experience
• Direct customer service or relationship management experience
• Proven experience contributing and aligning to a vision and translating that into practical action
• Proven ability to be a champion for change and continuous improvement
• Proven self-motivated and able to work with little direct supervision and drive results with disciplined follow-through
• Proven adaptable and flexible to meet objectives and changing priorities

Preferred Qualification:

• CompTIA+, Network+, and Security+ Certifications

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

Optum is a drug-free workplace. © 2024 Optum Global Solutions (Philippines) Inc. All rights reserved.

#LetsGrow